How do we view a customers IP address?
In zoho desk, how do we view the visitors IP address. This should be a standard feature as fraudulent disputes can be countered with a users IP address matching the IP of a purchase, All tickets should have an IP address attached to them. Where can I
Using custom function with Desk API v1 and OAuth Connection -> Invalid oauth token
Hi, since there's no comment module (as far as I can see) in Zoho Deluge Desk Integration I tried to 1. Creating OAuth Connection for the needed scope of Zoho.Desk.Tickets.ALL 2. Writing this code in custom function (TicketID comes with argument): comment
Restrict Automatic Creation of Contacts to Certain Departments (and CRM Integration)
Hi, We've set up integration between Zoho Desk and Zoho CRM, so that we have 2-way sync between Contacts created in both applications. That is, any Contact created in CRM is automatically pushed/created in Desk, and vice-versa. In Desk, we have 2 Departments,
Contacts not syncing properly from CRM to DESK
Hi Guys! I'm currently experiencing an issue with our Syncing between Zoho CRM and Desk, specifically regarding the Contacts from CRM into Desk following up I'll try to explain the issue as clear as possible in order to reflect my real issue. 1.- We have
Help Center Portal (Background Image)
Hi Zoho Desk Team, Regarding customization of the help center portal, could you share with me on what is the exact size for the background? Although it says in the Appearance tab with at least 1200 x 630 pixels. But when I upload the image it clearly
Copying help desk tickets to an external Email
I would like ticket notification to an external Email address when new help desk tickets are opened or when a reply is received to our answer. I'm pretty sure this was working for us but stopped. Thanks for the help
Attachment added notify
Hi Zoho team, Is it possible to email notify someone if an attachment is added in the ticket? Requirement is when an attachment is added in the ticket, ticket owner will be notified
Multiple ticket layouts in Zoho Desk
I am trying to create additional ticket layouts for a Department in Zoho Desk, but I do not have a button to create them. I have found multiple references to this being a Beta feature that must be activated. Can you please advise if this is still the
Email Deduplication for Zoho Desk
I'm currently evaluating Zoho Desk. Everything looks good, but we have some services that auto-email our support address once per hour if there's an issue. The subject line is identical between these emails, and I'd like to see them auto-merged when
Customer Response to ticket not pushing ticket back to top
Hi, We have noticed recently that when a customer responds to a ticket that this ticket does not get pushed to the top of the queue so often are agents are missing the responses or having to go back multiple pages to find the ticket. Is there any way
Is there a way to show Contact fields on the Ticket details view
Hi, I would like our agents to see Contact's custom fields right in the Ticket details view. Right now they need to click through to the Contact details to see. Is it possible?
Zoho Desk and Schedule Services Zoho Bookings
Hi, I am using Zoho Desk as a ticket system and Zoho Bookings to schedule different services. Zoho Desk is my nerve centre and i would like to use Desk to invite the ticketcreator to book a Services in Zoho Bookings. Example. I am having a Service called
Integration with Zoho Books - Item Selection
Is there a way to specify the item in Books when creating an invoice from Desk? Right now it puts in the ticket number and subject in the item field. It would be much nicer to specify an item, for example "Help Desk", which has a price list for each customer
Specific Email from Outlook to Zoho Desk Ticket
Hi All, Can anyone help me please? I am trying to forward or automatic send an zoho desk tickets from my outlook if I received email, but with specific email address only.
Can't delete a state from the blueprint which isn't used in any tickets
I'm getting a warning that a state which is currently associated with a ticket can't be deleted when I try to delete a state from a blueprint which isn't being actively utilized in any of the tickets. I have created a view which specifically checks all
What CSS codes do I need to change visual elements in the Help Center?
Hello, We often get requests from customers to change or remove certain elements within their Help Center template. With the help of other discussions here on the community page I managed to remove elements or make them invisible, so that's a great start!
The Customer Experience Workshops are back in 2023!
Hello, can you see my screen? Can you hear me? This is a phrase we've all been saying more often than "good morning" over the last couple of years. Well, now it's time to re-connect in person. We're excited to invite you all to the CX Workshops we've
Department wide signature
It would be great if an admin could apply the same signature for all agents. Much easier and less chance for error to have one person manage the signature.
Can you get "current ticketID"?
Hello I want to create a script that will create a product record. The script will be run from a blueprint and the name of the product should be fetched from a custom field. I can run this code and get the custom field value I want, but this code requires
Setting Auto-Reply to Emails and Support Tickets During Holiday Hours
Hi, I need to be able to send an auto-reply to any emails or support tickets that come in during our December holiday hours, letting our customers know we are unavailable. Preferably this can be something we switch on or off quickly as we won't be gone the whole day for some dates. Please assist urgently. Thanks : )
Automatically end WhatsApp conversation
Hello, I am trying to automatically end conversations in "IM" module specifically WhatsApp conversations. Is it possible?
Zoho Portal not displaying right text on own questions
Hi team, I asked a question earlier today and, when I opened back later, I realised there is a small mistake on the text that displays at the bottom of the post. Right now it reads: "You've this question". When it should read: "You've asked this question".
Please stop asking me to enable notifications
I've disabled all website notifications via my browser. Every 24-48 hours Zoho Desk decides that it wants to pop up a javascript widget asking me if I want to enable notifications. Please fix this so that Zoho Desk remembers the users browser notification
Social | Instagram
Hello as shown in the below picture there's private messages section for FB & there's Twitter direct messages but there isn't one for Instagram, is there a fix for this issue?
Category versus Classification Fields
Hi! Typically, what is the difference between the category field and the classification field? We are an insurance agency. Tickets are usually around requests for service of policy, claims that need turned in, request for re-shopping a policy, etc. Categories
Knowledgebase tooltips
Is it possible to add a tooltip to a word or phrase in the text of a knowledgebase article. Kind of like the "link" but do a mouseover tooltip? Even if it means adding HTML?
Mass Email
Hi Team, Unable to sent bulk emails to all customers together. provide bulk email facility.
Change Color of Support Portal Button In Emails
Hi when we have email notifications go out for new tickets, ticket replies, comments, etc. the emails contain a button that links back to the support portal/Customer Portal Ticket. Currently, that button always shows up in green. Is there any way to customize the color so that the button is in line with our company colors. Please see attached image.
Knowledge Base
Can you make a Knowledge Base section that's only available to specific outside users, where they would get a login? Or some other method?
Zoho Desk to CRM LEADS
Hello ALL, How can I integrate Zoho Desk to Zoho CRM LEADS using specific status? The ticket is Close it will go to CRM LEADS and ZOHO CRM LEADS will not sync any data from ZOHO Desk if the ticket is not Close. Is this Possible?
Error on Helpdesk since last update
Hello, since yesterday morning no articles are displayed in the helpcenter. Only the categories appear and after clicking on them a login page appears. However, access is enabled for everyone. Sometimes also a note appears that the page does not exist.
Rounding Time Entries - Like in Zoho Books
H there, I looked though Zoho Desk but could not find an option to round time entries similar how you can in Zoho Books timesheets (Found in Settings > Preferences > Projects). If this isn't a feature I'd propose it become one so MSPs and freelancers who bill their time in 10 or 15 minute intervals can do so without having to manually round and enter the time entries. Thanks!
Zoho Desk: 2023 Feature Release
Unveiling features that take customer support experiences to the next level Every year, Zoho Desk brings you a collection of new features that make customer support a seamless and highly customized experience. After a brief hiatus, we are back with features
Zoho Desk: 2023 Feature Release - Extending self-service experience and omni-channel abilities
Empowering customers to find solutions on their own Introducing Guided Conversation (GC), an intuitive and conversational self-service platform to meet business and customer needs with greater efficiency. The platform encourages customers to chat with
Zoho Desk: 2023 Feature Release - All New Zoho Desk with accessibility controls and exciting new features and enhancements
Redefining customer service experiences I. New Generation Zoho Desk The Zoho Desk UI has been enhanced with a more engaging, intuitive, and user-friendly interface. The new design adheres to an advanced unified component library and follows standard design
Priority Mode
Hi there I have a question in regards to Priority Mode in Desk There are 4 categories to view in this mode: High Medium Low None Is there a way to rename these categories into like, Urgent, Phone, Email, Follow-ups?
Zoho Desk rejects emails ServiceNow
Hello, We notice that customers who use Service-Now.com ticketing system can’t send tickets to Zoho. Customer creates a ticket in Service-Now.com Customer sends email to desk@ourdomain.com Email received from the customer is checked by our email security
Static Reports and Dashboard Zoho Desk - Response Times
Can you explain how you calculate the Response Times in the Static Reports please, I have attached an example report of the last 7 days. Some hours seem extremely high in comparison to others Also can you explain how you calculate the First Response Times on the dashboards, and ... Resolution Time
Recent articles and Popular articles icons on Knowledge Base page
Hi Zoho, On Knowledge base page, is there any way we can change the briefcase icon to others? I'm able to change other articles icon but not for the Popular articles and Recent articles. Thank you so much for your support, Zoho
Zoho desk integration with AWS connect - looping through agents
We have implemented Zoho desk integration with AWS connect. On AWS if calls are unattended/busy, the system will attempt to contact the agents again. After integration with Desk with round robin settings, we find that if the calls are not attended by
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